Kindly make sure to thoroughly go through the sales terms and conditions before making any purchases from The Crafty Oak. Any purchase or submission of personal information will be considered as an acknowledgment and acceptance of these terms.

TERMS OF SALE

All prices include VAT. Please note that delivery costs will be calculated and added during the checkout process (refer to Delivery Information for details). We accept Visa, MasterCard, and debit cards, and transactions are securely handled through Stripe and PayPal.

Occasionally, confirmation emails for orders might be mistakenly marked as spam by certain email servers. If you don't receive an order confirmation email promptly, please check your spam folder. If needed, we can manually resend the confirmation through a non-automated email. Feel free to reach out to our customer service team for assistance.

You have the option to cancel your order at any point before the item has been personalised. In such cases, a full refund will be issued.

PRODUCT INFORMATION

Product availability is subject to change, and we maintain the right to withdraw products or modify content on this website at our discretion. While we strive to provide the most accurate and up-to-date product information, we cannot assure the absence of errors. In the event of a noticeable mistake or omission in the product description, we will inform you before dispatching your order. You can choose to cancel your order and receive a full refund once the corrected information has been updated and applied to your order.

The product images serve as a close representation of the actual product. However, we are unable to guarantee the precise colour accuracy of products as seen. Made-to-order or fully personalised items might slightly differ from the product imagery, which is a result of the handmade nature and uniqueness of these products.

Please be aware that due to the customised nature of made-to-order products, refunds cannot be provided unless there is a fault with the item. In such a rare situation, you will be given the option of a full refund or a replacement.

DELIVERY

Items that do not require personalisation are typically delivered within 2-4 days, while made-to-order products generally arrive within 10-14 days, with a maximum of 18 days. We will notify you in case of any delay or unavailability of the item.

All deliveries within the UK mainland are handled by DHL and charges are based on their rates. We offer free UK shipping on goods over £60. Deliveries to other regions will be dispatched through an equivalent international courier service. Please contact us for details on shipping outside of the UK.

RETURNS

If you find yourself dissatisfied with your purchase for any reason, please inform us. Kindly reach out to us within 7 working days of receiving the item, Monday to Saturday from 8 am to 5 pm, or send us an email. All items must be returned within 20 days of receipt in a condition suitable for resale. Personalised or made-to-order items are eligible for return only if deemed faulty. A replacement item will be provided at no further cost to you.

If possible, we recommend returning the item(s) with the original packaging. Except in cases of faulty items or goods damaged during transit, return postage is the responsibility of the customer. We suggest contacting us first, as we might be able to facilitate the return process more effectively.

FAULTY GOODS OR DAMAGED IN TRANSIT

In the unlikely event you receive a damaged or faulty parcel, please ensure to reach out to us within 2 working days of receipt. All items must be returned within 14 days of receiving them. You will have the option to either receive a replacement or obtain a full refund to your card, inclusive of the return postage cost. Kindly refer to the information provided above regarding the procedure for returning goods.

SECURITY & PRIVACY

Your privacy is of utmost importance to us, and we guarantee the confidentiality of all your personal information. We assure you that we will not sell, disclose, or distribute any information about you as an individual, except for the sole purpose of managing your order and delivering the best possible service to you. All data is securely stored on our server, and we adhere to the guidelines outlined in the UK Data Protection Act 1998. Please note that we do not store credit card details, and we do not share customer information with any third parties.

COPYRIGHT

The content and material on this website are the intellectual property of The Crafty Oak 2023. All rights are reserved. Any form of redistribution or reproduction of the content, in whole or in part, is strictly prohibited except for the following cases:

Printing or downloading for personal use only.
Sharing the content with individual third parties for their personal use.
Distribution or commercial exploitation of the content is not permitted, nor is the transmission or storage of the content on any other website or electronic retrieval system.

CUSTOMER SERVICES AND SUPPORT

For any additional inquiries, please feel free to reach out to us at info@thecraftyoak.co.uk. Rest assured, we strive to address all concerns and queries within 2 days.

We reserve the right to modify these terms and conditions at our discretion. Such changes will not impact your statutory rights.